Question 1

A good way to deliver bad news kindly is to

Accepted Answer

A)  deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. 
B)  say, "I trust our decision is satisfactory." 
C)  avoid stating it and hope that the reader understands what you mean. 
D)  maximize the space devoted to it. 
A)  deemphasize it by embedding it in the middle of a paragraph or use parenthetical expressions. 
B)  say, "I trust our decision is satisfactory." 
C)  avoid stating it and hope that the reader understands what you mean. 
D)  maximize the space devoted to it.

Question 2

You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.

Accepted Answer

A) True 
 B)False

Question 3

The tendency to delay, downplay or distort bad news

Accepted Answer

A)  can lead to unethical decisions, and even lawsuits. 
B)  is natural, and you should de-emphasize the news at all costs. 
C)  can lead to problems with internal communication, but generally not with external audiences. 
D)  can be eliminated by punishing employees who regularly deliver bad news. 
A)  can lead to unethical decisions, and even lawsuits. 
B)  is natural, and you should de-emphasize the news at all costs. 
C)  can lead to problems with internal communication, but generally not with external audiences. 
D)  can be eliminated by punishing employees who regularly deliver bad news.

Question 4

One way to deemphasize bad news is to embed it in the middle of a(n) ________.

Accepted Answer

The answer of One way to deemphasize bad news is...

Question 5

List at least three guidelines that can help you avoid being accused of defamation.

Accepted Answer

(1) Refrain from using any kind of abusi

Question 6

If you choose to apologize in a negative message, you should

Accepted Answer

A)  always demonstrate sincerity, but never accept blame. 
B)  imply that not all of the blame lies with you or your company. 
C)  be sincere and make it a true apology. 
D)  phrase the apology in a conditional manner ("If I have offended anyone ..."). 
A)  always demonstrate sincerity, but never accept blame. 
B)  imply that not all of the blame lies with you or your company. 
C)  be sincere and make it a true apology. 
D)  phrase the apology in a conditional manner ("If I have offended anyone ...").

Question 7

Negative messages about business transactions are designed to

Accepted Answer

A)  confirm the customer's expectations. 
B)  show the audience that whatever has happened, your company is not at fault. 
C)  let the audience know which of your employees caused the problem. 
D)  explain how you plan to resolve the situation. 
A)  confirm the customer's expectations. 
B)  show the audience that whatever has happened, your company is not at fault. 
C)  let the audience know which of your employees caused the problem. 
D)  explain how you plan to resolve the situation.

Question 8

Explain the characteristics of an effective letter rejecting a job applicant.

Accepted Answer

Rejecting job applicants requires choosi

Question 9

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund?

Accepted Answer

A)  Use humor to soften the blow of your refusal. 
B)  State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. 
C)  Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. 
D)  Challenge the woman to try on the dress and prove that it doesn't fit. 
A)  Use humor to soften the blow of your refusal. 
B)  State that company policy prevents you from accepting the return but that if you had anything to say about it you'd take it back, no questions asked. 
C)  Restate her complaint to let her know you understand it, explain as positively as possible that you are unable to accept the return of damaged merchandise, and recommend a tailor who can fix the tear and alter the dress for her. 
D)  Challenge the woman to try on the dress and prove that it doesn't fit.

Question 10

Explain how an effective buffer differs from one that is poorly written. Provide an example of a buffer that would be inappropriate for a message explaining that a student's grade appeal has been denied.

Accepted Answer

A poorly written buffer might trivialize

Question 11

Firing an employee whose performance reviews were all positive can result in a lawsuit.

Accepted Answer

A) True 
 B)False

Question 12

Compared to traditional letters of recommendation, social networking recommendations

Accepted Answer

A)  pose less of a risk to your professional reputation. 
B)  become a part of your brand. 
C)  require the same amount of detail. 
D)  are none of the above. 
A)  pose less of a risk to your professional reputation. 
B)  become a part of your brand. 
C)  require the same amount of detail. 
D)  are none of the above.

Question 13

Whether or not you should apologize when delivering bad news about transactions depends mainly on

Accepted Answer

A)  how long it has been since the problem occurred. 
B)  the medium you are using for the message. 
C)  how much the customer has purchased from your company in the past. 
D)  none of the above. 
A)  how long it has been since the problem occurred. 
B)  the medium you are using for the message. 
C)  how much the customer has purchased from your company in the past. 
D)  none of the above.

Question 14

When rejecting a job applicant, it is best to explain specifically why that individual was not selected.

Accepted Answer

A) True 
 B)False

Question 15

When composing negative messages, it is important to use language that conveys respect and avoids a(n) ________ ________.

Accepted Answer

The answer of When composing negative messages, it is important...

Question 16

A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis.

Accepted Answer

A) True 
 B)False

Question 17

Delivering bad news effectively requires special attention to ethics and ________.

Accepted Answer

The answer of Delivering bad news effectively requires special attention...

Question 18

To avoid legal problems, businesses should delay communicating with the media in the aftermath of a crisis.

Accepted Answer

A) True 
 B)False

Question 19

When writing a(n) ________ message, present specific reasons for asking the employee to leave.

Accepted Answer

The answer of When writing a(n) ________ message, present specific...

Question 20

You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?

Accepted Answer

(1) Will the bad news come as a shock to

Exam 9: Writing Negative Messages

A good way to deliver bad news kindly is to

You can help establish the right tone in a negative message by using positive words rather than negative, counterproductive ones.

The tendency to delay, downplay or distort bad news

One way to deemphasize bad news is to embed it in the middle of a(n) ________.

List at least three guidelines that can help you avoid being accused of defamation.

If you choose to apologize in a negative message, you should

Negative messages about business transactions are designed to

Explain the characteristics of an effective letter rejecting a job applicant.

A woman returns a formal dress to your store. It is stained and has a rip at the hem line, but she says she is returning it unworn because it doesn't fit. Which of the following would be the best way to inform her of your refusal to give a refund?

Explain how an effective buffer differs from one that is poorly written. Provide an example of a buffer that would be inappropriate for a message explaining that a student's grade appeal has been denied.

Firing an employee whose performance reviews were all positive can result in a lawsuit.

Compared to traditional letters of recommendation, social networking recommendations

Whether or not you should apologize when delivering bad news about transactions depends mainly on

When rejecting a job applicant, it is best to explain specifically why that individual was not selected.

When composing negative messages, it is important to use language that conveys respect and avoids a(n) ________ ________.

A crisis management plan includes information on which individuals are authorized to speak for the company in the midst of a crisis.

Delivering bad news effectively requires special attention to ethics and ________.

To avoid legal problems, businesses should delay communicating with the media in the aftermath of a crisis.

When writing a(n) ________ message, present specific reasons for asking the employee to leave.

You are faced with informing your supervisor about massive production delays. Company policy dictates that you must provide this information in writing. What questions should you consider when deciding between the direct and indirect approaches for your message?

Achieving Success Through Effective Business Communication

Mastering Interpersonal Communication

Communicating in a World of Diversity

Planning Business Messages

Writing Business Messages

Completing Business Messages

Crafting Messages for Electronic Media

Writing Routine and Positive Messages

Writing Persuasive Messages

Finding, Evaluating, and Processing Information

Designing Visual Communication

Planning Reports and Proposals

Writing Reports and Proposals

Completing Reports and Proposals

Developing Oral and Online Presentations

Enhancing Presentations With Slides and Other Visuals

Building Careers and Writing Résumés

Applying and Interviewing for Employment

Format and Layout of Business Documents

Documentation of Report Sources

Correction Symbols

Filters

When composing negative messages, it is important to use language that conveys respect and avoids a(n) .